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Kudos to Neil Diamond for a first-class apology!
By Lauren | September 4, 2008
My hat goes off to singer Neil Diamond, whose “silk and sandpaper” voice has contributed so many hits to popular music. Unfortunately, even rock stars get sick now and then, and Diamond recently suffered a bout of laryngitis that left fans in Ohio disappointed after one of his concerts. Diamond not only publicly apologized, he did something that’s almost unprecedented in the music industry … he gave his audience their money back.
Personally, I was impressed. Diamond literally put his money where his mouth was, refusing to charge fans for what he considered to be a substandard performance. (Incidentally, to judge from the comments on his website from people who were there that night, Diamond’s performance wasn’t even all that bad.) Instead of sending his audience members home disappointed and angry that they spent a whole lot of money on a concert they couldn’t hear, Diamond held himself to a higher standard, then apologized to his audience when he couldn’t physically meet it. He probably also guaranteed that those concertgoers will remain die-hard fans for the rest of his career.
In a business where the first principle is “the show must go on,” it’s a point of honor for performers to struggle through illness and injury, but that means that audiences sometimes see less than stellar shows. Diamond obviously did his best, but then recognized that he needed to do more. He apologized and made amends for disappointing the people who came to see him. Now, that’s star quality!
Topics: Apologies, Business Ethics, customer relations, ethics |
September 4th, 2008 at 4:18 pm
This is exactly why I’ve been a fan of Mr. Diamond’s for over 25 years.
Don’t know whether you’ve ever had the opportunity to attend one of his concerts, but if you haven’t it’s something you should try to do.
September 4th, 2008 at 5:12 pm
Thank you very much for your article on Neil Diamond. There were many who were very critical of him in the Media not having the facts before they were ready to attack him and spread untruths on air.
Thank you for getting the facts and bringing to light his apology although many at the concert did not need one. He has over the years brought much pleasure to a number of fans. Most people there at Columbus were very happy to help him along with the songs to repay in a small way what he has given over the years.
Yes he is a trooper and indeed a professional who understands and appreciates that his fans have been one of many reasons for his success.
Thank you again and much success to you .
Patti Desmarais
Driftwood, Texas
September 4th, 2008 at 6:42 pm
Hi Lauren,
Have just read your article via Neil Diamond’s fansite & wanted to let you know how grateful I am (& many, many others are too) that you took the time to publish your views on the way Neil handled his show in Columbus. I managed to see Neil 5 times in the UK & travelled to two wonderful shows @ MSG, he is the consumate performer & to give anything less than his best just does not feature on his radar! It does not surprise me one little bit that he has offered a full refund. Apparently those at the show were right behind him, singing with the terrific band to give their all to help him in his time of need. He gives so much to us all I would have given anything to be there that night to show him how much we love him. And a refund? No way! Just to be in the same space as him is worth every £££ or $$$! The singing is a bonus.
Thank you, Susie in the UK x
September 4th, 2008 at 11:22 pm
Neil Diamond has always been a class act, following the beat of his own drummer, regardless of fads.
I wasn’t able to see his latest tour due to a serious illness in the family but, have followed his career from the time I saw him perform to about 300+ people, sitting in the middle of the stage all alone in the Syracuse NY War Memorial.
His music and words have touched many lives and this apology only underlines why his career has endured for so many decades, he truly cares about
his fans.
September 5th, 2008 at 9:57 am
Lauren,
Your story is a wonderful demonstration of a key characteristic which set extraordinary people apart from the ordinary - to always deliever to the highest possible standard and to refuse to charge for anything less, even despite very trying circumstances.
That’s why the man is a true champion.
September 6th, 2008 at 7:50 pm
Thank you, Lauren. It’s unfortunate, on one level, that it took an event like this for the public to see what many of us have realized for years, that Mr. Diamond is not your typical showbiz type/celebrity. He’s human, and his foibles are no less nor greater than any of ours. But he is a class act, and has a very caring heart. And, I now know that you have something in common with Mr. Diamond. I’m bookmarking your site. One of the fansites linked to your site, and I want to read more of what you have here. Thank you, again, Lauren. (Oh, yes, and as metioned above, I hope you make it to a(nother) Diamond concert, soon. You won’t be sorry you did!)
September 7th, 2008 at 10:40 am
I can’t imagine performing live with a bout of laryngitis. That Neil Diamond went ahead with the show, apologized for his performance AND gave a refund shows extraordinary courage and class, a very difficult combination to find in today’s world. I salute him! Hopefully very very few people would take up his refund offer.
September 11th, 2008 at 8:39 am
[...] presents Kudos to Neil Diamond for a first-class apology! posted at The Business Ethics Blog, saying, “This music legend is a real class [...]
September 11th, 2008 at 6:57 pm
Neil Diamond is the finest entertainer anyone would ever want to meet, and this just validates that once more. He loves his fans and recognizes that without his fans he would be nowhere. It’s not all about him–it’s about his fans–to him.